Airline backtracks on some changes after an uproar from customers
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Delta Air Lines is easing off some recent changes to its SkyMiles loyalty program that sparked criticism from frequent flyers.

Delta’s (DAL) credit card holders as well as loyal travelers who have built up years of status at the airline will benefit from the changes.

Fundamentally, Wednesday’s announcement maintains a major overhaul announced just last month that moved the loyalty program from miles-based to spending-based. As a result of the airline’s changes, frequent flyers will be able to reach certain rewards thresholds more easily than before.

Delta CEO Ed Bastian promised modifications to the program last month, but downplayed customer frustration. Changes of some kind were needed, he said.

With the modifications, the thresholds for earning Medallion status have been lowered, and travelers who have accrued millions of miles will receive lifetime status.

Delta also backed off some more stringent restrictions on accessing airport lounges. As an example, multiple visits over a 24-hour period will now count as a single visit. Due to virtual meetings, frequent business travelers, an especially lucrative type of customer, have traveled less since the pandemic.

Additionally, credit card holders will receive more visit credits than under the September program changes.

During a Rotary Club of Atlanta event last month, Bastian acknowledged Delta “probably went too far” in overhauling its SkyMiles program and lounge access policy.

Delta has gained so many elite status holders that the demand for premium services, including lounge access at airports, has overwhelmed the company, Bastian said.